Head of Customer Solutions - Information Management
May 1, 2018
Full Time - Experienced
4 Year Degree
The Head of Customer Solutions in IM Airbus North America (USA, Canada and Mexico) is responsible for: •Customer facing activities for all Airbus North America functions dealing with Airbus Customers whatever in Airbus, Airbus Helicopters and Airbus Defence & Space: •Sales & Marketing, Customer Services, Spares (Satair), Training, MRO, Technical Publications •Active participation into the governance bodies of those functions •Strategic alignment of IM strategy and roadmap with customer functions overall strategy •Design and implementation of customer solutions in North America in line with Airbus overall standards as defined in Europe or in the frame of the IM Roof •Support of all applications used in North America by these functions
Additionally, he/she will be responsible for promoting and deploying state of the art digital solutions in the customer domain and is in charge of the support of the eSolutions which are sold to airlines operating in North and South America.
This position has operational responsibility for the Customer Solutions and related staff located in the various Airbus North America sites and is end-to-end accountable in front of the customers of the services delivered by IM towards those customers.
People: 30% •Manages the IM team in charge of designing, developing, maintaining and supporting Customer Solutions and accordingly recommends employee actions including hiring, promotion, transfer and discharge •Plans and directs department staffing, performance and employee development
Planning & Budgeting: 10% •Works with IM Governance and IM Security to identify opportunities in the IM Master Plan •Collaborates with group and divisional counterparts to understand and align support requirements for Customer solutions where possible and plan appropriate resources and funding •Works with IM Governance to identify and capture (operational and project) license cost elements in the IM budget •Manages related budget performance
Projects: 30% •Manage projects that are in the scope of the IM Customer domain by using appropriate methodology (waterfall, fast track, agile) •Partners with the business on one side and the IM infrastructure team on the other side to ensure proper design and implementation of Customer solutions in the frame of local, division wide or group wide initiatives •Leads project planning, project management and services design for Airbus North America projects •Ensure projects are delivering the appropriate business value (savings, efficiency, business growth, ..) •Perform other duties as assigned
Application Development, Deployment, Maintenance and Support: 20% •Responsible for designing, developing, deploying and supporting local applications fulfilling local business needs •Responsible for deploying and supporting Customer solutions that are centrally developed in Europe within the mother companies •Responsible for guaranteeing end-to-end the proper level of services according to agreed SLAs established with the business •Liaise with the business and IM teams back in Europe to contribute to the design/development of solutions and prepare the deployment and support of those solutions •Liaise and synchronize with the IM infrastructure team to ensure smooth deployment and appropriate level of performance of the end to end services •Organize and plan deployment activities with the support of the related staff
Additional Responsibilities: •Other duties as assigned: 10% •Collaborates with global Airbus IM Customer solutions counterparts to develop and improve standards •Ensures compliance with Airbus IM Customer solutions standards, security standards & evolving cyber security requirements
Qualified Experience / Skills / Training:
Education: •Degree in Engineering, Computer Science, Information Technology or an equivalent combination of education and experience
Experience: •At least 10 years of experience in application development and support in the Customer environment •At least 5 years of Project Management experience in the Customer environment •At least 5 years of experience in people management •Understanding of Airbus IM standards, project and services methodologies (Waterfall, Fast Track, Agile) and procedures •Knowledge of IT supplier landscape in North America is a plus
Knowledge, Skills, Demonstrated Capabilities: •Knowledge in the Customer area: sales, marketing, customer services, spares •Knowledge in software solutions such as Salesforce, SAP and Airbus customer services solutions •Experience in working with multicultural teams •Ability to adapt in a changing environment •Able to work closely and effectively with all levels of business and IM management •Recognizes, and focuses department on, high priority objectives •Holds people accountable for results •Inspires trust, demonstrates flexibility, encourages frequent open communications and welcomes feedback
Communication Skills (Spoken, Written, Influencing, Proficiency in Other Languages): •Strong communication (oral and written), interpersonal, and facilitation skills •Fluency in English is mandatory; due to Airbus European roots, German, Spanish or French language skills are a plus
Technical Systems Proficiency: •Salesforce, SAP
Travel Required: • 20% both Domestic & International.
Eligibility: •Authorized to work in the US
Decision Making, Complexity •Contribute to overall IM strategy required to support business goals and growth objectives •Decide on priorities based on business value for the Customer Solutions •Decide on quantity of resources and skills required for delivering the services required •Decide on technologies to fulfil business requirements while still aligned with European strategy •Highly complex environment composed of 3 divisional entities not yet integrated and spread out across the North America region on more than 23 sites. Most of these entities have a dependency with their mother company in Europe requiring a very strong and complex coordination across North America and with Europe •Very international environment with very different culture and mind-sets •Very diverse company products portfolio and highly complex products: commercial and military aircraft, commercial and military helicopters, satellites, launchers •Highly competitive environment
Organizational information: •This position reports to the Head of IM (CIO) for Airbus North America
Job Dimensions, Contributions to Success: •Around 100 applications to design, deploy, maintain and support for a population of more than 300 sales, marketing and customer support engineers across Airbus Americas, Inc., Airbus Helicopters, Inc., Airbus Defence & Space Inc. in various sites: ?Grand Prairie, Columbus, Herndon, Ashburn, Miami, Denver, Mobile, Wichita, Mexico City, Queretaro and Fort Erie.
•Staff of around 10 15 people (employees, contractors and subcontractors) •This position has budget responsibility for all of North America IM Roof customer solutions activities: $4-5M •This position has the responsibility of being the IM Domain Lead for Customer Solutions across divisions ?Ensures alignment of IM team with Divisional Management ?Interface with the Heads of Business Functions (Sales & Marketing, Customer Services) ?Responsible for end-to-end IM Service Delivery
Nature of Contacts: • Involved communication on a frequent basis with internal and external parties (service providers) •Permanent need for communication towards Airbus North America leadership team including CEO and to the IM employees across the region but also with IM externals and service providers
Airbus is a global leader in aeronautics, space and related services. Airbus is a shareholder of the missile systems provider MBDA, a major partner in the Eurofighter consortium and owns a 50% stake in ATR, the turboprop aircraft maker, and Airbus Safran Launchers, the Ariane launcher manufacturer. Airbus is a leading global manufacturer of Commercial Aircraft comprising highly successful families of aircraft ranging from 100 to over 600 seats. In Defense and Space, Airbus is a European leader providing tanker, combat, transport and mission aircraft as well as space systems, equipment and services. In Helicopters, Airbus is the world's No. 1 civil and parapublic helicopter manufacturer offering the world's widest range of civil and military helicopters.